Vodacom Customer Service Failure

On 2 January 2025, I contacted Vodacom to renew the contracts for both myself and my wife. I spoke with an advisor who presented us with a new package, which we accepted. The changes were to take effect from February 2025.

However, I later discovered that my contract had not been updated as agreed. I followed up and spoke with a representative named Rosemary, who assured me that the issue had been escalated and would be resolved within a few days. Despite this assurance, I received no feedback, and the matter remained unresolved.

I contacted Vodacom again and spoke to Lethan Naidoo, who informed me that he was unable to assist. I then spoke with Ntokozo Radebe, who was helpful and once again escalated the matter, promising it would be addressed. This was also shared with her manager, Virashni Govendor.

Following continued silence, I called once more and was assisted by Luthando Ndlamini, who again escalated the matter. I was told to expect a call from Virashni Govendor the next morning—this call never came.

Yet again, I reached out and was assisted by Naheem Ibrahim, who repeated the same process of escalation and advised that resolution might take up to seven days.

To date, nothing has been resolved. I am still being overcharged due to Vodacom’s failure to implement the agreed contract changes. This situation is unacceptable and reflects a serious lapse in customer service and accountability. I expect immediate action to correct my contract and to be refunded for the overcharges without further delay.